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ITIL Problem Manager (Remote)

Remote:

Full Remote

Experience:

Mid-level (2-5 years)

Work from:

Italy, Missouri (USA), United States

Offer summary

Qualifications:

BA/BS degree in Computer Science preferred, 2-4 years of ITIL experience required, ITIL, project management, and agile certifications preferred, Experience with ServiceNow and Tableau is a plus.

Key responsabilities:

Oversee critical problems in Problem Management Process
Liaise with resolution groups to ensure problem clearance

Conexess Group Information Technology & Services SME https://www.conexess.com/

51 - 200 Employees

See more Conexess Group offers

Job description

Our History:
From our start in 2009, Conexess has established itself in 3 markets, employing nearly 200+ individuals nation-wide. Operating in over 15 states, our client base ranges from Fortune 500/1000 companies to mid-small range companies. For the majority of the mid-small range companies, we are exclusively used due to our outstanding staffing track record.

Who We Are:
Conexess is a full-service staffing firm offering contract, contract-to hire, and direct placements. We have a wide range of recruiting capabilities extending from help desk technicians to CIOs. We are also capable of offering project-based work.

Conexess Group is aiding a large healthcare client in their search for a Problem Manager in a remote capacity. This is a long-term opportunity with a competitive compensation package.

Responsibilities:

This role includes direct oversight of critical problems (i.e. problems related to critical managed incidents) in the Problem Management Process including determination and completion of tasks including but not limited to related root cause identification, root cause elimination, monitoring and alerting, escalation, and testing, to ensure there are no repeat incidents.

Empower resources involved in the Problem Management by removing roadblocks and engaging management to facilitate completion of tasks.
Assisting with appointing and identifying resources to complete Problem tickets and managing the resources assigned to the Problem Management process.
Identify and drive short term stability activity to reduce risk of recurrence.
Have a passion for problem solving – relentlessly driving to root cause on complex issues.
Liaise with all problem resolution groups to ensure swift resolution of problems within service level targets
Liaise with suppliers, contractors, etc. to ensure that third parties fulfill their contractual obligations with regards to resolving problems and providing problem-related information and data
Arrange, run, document, and coordinate all follow-up activities relating to major problem reviews
Establishing rapport and close collaborative relationship with the service managers and production support leads, and have high level familiarity with the applications and services.
Comfort with interfacing with senior management level, including presenting critical problems at daily and weekly review with senior management.
Ensuring data accuracy and currency for Problem tickets. Develop deep understanding of the data including trends and themes. Provide recommendations on actions to address identified themes.
Strong facilitation skills to enable quicker root cause identification and elimination by the resources involved in the Problem Management process.
Excellent influencing and negotiation skills to lead matrixed teams.
Ability to exhibit technical agility and ability in their related areas of support.
Ability to exhibit organizational agility and acuity to assist with the completion of problem tasks and handling any escalations as necessary.

Qualifications:

BA/BS degree or higher preferred in Computer Science or related degree.
ITIL certifications preferred
Project management certifications preferred
Agile certifications preferred
2-4 years of progressive hands-on ITIL experience (Foundations Certification preferred)
Exposure to project management and agile methodologies
1-2 years as an ITIL Process SME in either Incident, Problem, Availability or Change Management
2-4 years of progressive hands-on ITIL experience (Foundations Certification preferred)
Demonstrated ability and experience in providing cross-organizational managerial leadership
Demonstrated ability and experience in understanding drivers to business event readiness (eg, 1/1 Readiness)
BA/BS degree or higher strongly preferred in Computer Science or related degree.
Familiarity with data visualization and reporting tools such as ServiceNow and Tableau.
General knowledge of or previous experience with technical support in one or more application or infrastructure areas strongly preferred